Episodes

Service Catalyst ITIL Experts Bill Cunningham & Valerie Arraj discuss the new ITIL V4 framework alongside host Jennifer Griffin. Learn what changes to expect with the latest version, why those changes are notable, and how your organization can begin to adopt the most up-to-date best practice of ITIL.

Service Catalyst dives in to our custom Requirements Application and how we've seamlessly linked it together with ServiceNow's Automated Testing capabilities. Learn how your organization can benefit from a comprehensive tool that manages your entire implementation cycle from sprints and stories through automated functional and regression testing.

Organizations that need to estimate the cost of services or goods to their clients need a good Quote Management capability. Although ServiceNow allows for chargeback, there is no built in quoting mechanism. But don't fret! Service Catalyst has built a solution to meet your needs. Learn more about it in this podcast episode!

Migrating from ServiceNow's old style CMS to Service Portal? You'll definitely want to listen to this episode!! Jennifer Griffin, Ben Ramseyer and Jay Martin discuss Jennifer's Service Portal compatibility checker which helps clients determine impact (from a compatibility standpoint) when migrating from the old ServiceNow CMS. It checks things like client scripts and UI policies [...]

Some of the Women of Service Catalyst (and a couple of male back-up singers) provide a Baby Boomer and Millennial perspective on what it's been like to enter and continue to work in the world of Technology and IT. We discuss how things have changed, how they've not changed, and what's still left to do.

Why on earth would you want to Tweet from ServiceNow (think Major Incidents, Outages, Alerts, the ability to communicate when your own network is unavailable)?? How might you integrate ServiceNow to not only publish tweets but to bring info from your Twitter feed into ServiceNow to correlate that data with activities happening in your environment [...]

The Service Catalyst team introduces Asset Management automation and discusses how best to get your assets out of spreadsheets and into a system to help better track and drive your business and finances.

BRM and PPMOs everywhere rejoice! The BRM role may seem daunting at times, but the Service Catalyst team explains how to turn the Business Relationship framework into something actionable and manageable.

The Service Catalyst team invites you to Save the Data! We’ll discuss how implementing a Service Data Management strategy -- continuously improved over time -- is the basis for a successful Service Management implementation within tools like ServiceNow. Service Owners now have a place to manage their services, applications and the surrounding meta data. Want [...]

The Service Catalyst team discusses the advantages of Intake Management, which allows incoming work to be identified and directed to the appropriate process such as Incident or Request Management. This allows for cleaner distribution of work and more accurate metrics.

The CPP team discusses their progress over the past year and shares insights behind the motivation to provide ServiceNow implementation & development. This decision augments their already dynamic Service Management process transformation to its clients.

It’s hard enough building an Enterprise Architecture (EA) framework and team for your business let alone trying to gather the necessary critical mass within an organization for adoption. The CPP team shares their EA experiences for how large and small companies are adopting EA, the challenges they face and the breakthroughs for excellence.

If you've ever wondered what other Companies are doing to improve the value of IT to the business, look no further. Episode 25 takes you on a journey of four (4) organizations that are taking it to the next level including a State Agency rolling out the Affordable Care Act, a Fortune 100 enterprise mobile [...]

In Episode 24, cut through the Cloud "Fluffernutter" with Jay and Val as they explore what companies should do when engaging providers. Whether you have or will be developing a private, public or hybrid Cloud approach for XaaS (SaaS, PaaS, IaaS, MaaS), don't get Fluffernutter'ed? What's "Fluffernutter" and how to best manage Cloud services (new [...]

Has your end-user community come to expect immediate fulfillment of all there requests and issues? Do you often hear from them, "I want it fixed now, damnit!", but can't get the budgets to fund the demand? If so, you should listen to this. In episode 23, Val and Jay discuss Incident and Problem Management and [...]

ITSM tool vendors claim "ITIL compliance", so should you just adopt their out of the box workflows, forms and fields? Is the age of tool customizations finally over? In episode 21, CPP examines this giving recent experiences with vendor tools.